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Contributor
Posts: 34
Registered: ‎02-23-2014
My Device: Bold 9900
My Carrier: AT&T

Multiple Issues... erratic movements, freezes, resets

I am new here so my apologies if I post this on the wrong forums... as the title says I have multiple issues with my Bold 9900.

First and foremost, this device was given to me after a few months after activation, the owner decided to opt for the new Z10 and I was handed the phone, I doubt if it has a year but it could be, I know it has less than 2... how do I know if its still under warranty?

Things to know about the phone...
Compression is Enabled
Media card support is also Enabled
Free Space: 187.6 MB
Built-in Media Storage: 6.0GB Total & Free (both the same)
Media Card Storage: Total 29.7GB & Free 21.9GB
OS... 7.1.0.862 (B2435)
WLAN Ver: 4.5.0.250
Cellular Radio Ver:5.0.2.1.1 SV56

Now, onto the issues at hand...

Erratic behavior while moving, more noticeable when playing Brick Breaker, the ball will slow down almost to a crawl, then it will move normally for fractions of a second... like you are playing a game on 10 to 16 frames per second, then jump to 20, then to 30 and it comes back to 5, etc, etc.

If I update or download a new app and has to Restart the OS, I sometimes loose my HighScore but, most importantly, ALL of the Time, brick breaker will reset to starting a new game, even if I was already at level 50 (example)... this is annoying as hell, more so because I have become addicted to this little game.

If I am texting, the typing will sometimes freeze momentarily, other times I will type faster than the words appear on the screen... other times it will lock and I either have to press the end (red) button momentarily or even hard reset the phone by removing the battery.

I have used the memory cleaner and this seem to help but only momentarily. I have also gone to the BB desktop manager and delete some of the apps I don't need or want but to no avail.

I am hoping that I can resolve this issue but barring the need to open up the phone and fiddle with it, I rather seek help by warranting it as a last resort... unless of course, warranty is gone I may attempt to repair it myself with your guidance of course. 

I have a friend with the same phone and he does not have this issues. Sorry for the long winded post.

I thank you for help.

Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Multiple Issues... erratic movements, freezes, resets

Hi and Welcome to the Community!

I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.

Good luck and let us know!



Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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Contributor
Posts: 34
Registered: ‎02-23-2014
My Device: Bold 9900
My Carrier: AT&T

Re: Multiple Issues... erratic movements, freezes, resets

Did the Safe Mode start, pressed Ok after disclaimer, went immediately to the game since that is the better tell tale sign I have and no changes...

 

I am guessing that now I am onto the other suggestions but I am a little aprehensive to do those since I am not really familiar with the phone.

 

Are there any instructions on how to do the Wipe, OS reload and the other one that I really don't know what it is? Should I better leave this for the AT&T tech guys? I am computer savy but smartphones is not really my forte.

Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Multiple Issues... erratic movements, freezes, resets

I cannot tell you what you are and are not capable of accomplishing...all I can do is give you the steps to follow and allow you to decide if you are capable or not. As I said above, please do start with a full and proper backup, as the link in my Auto-Sig will guide you to.

 


 

On Device Wipe:

  • Article ID: KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option

 


 

OS reload...the simplest way is to, on a PC (you cannot do this on MAC):

1) Make sure you have a current and complete backup of your BB...you can find complete instructions via the link in my auto-sig below.

2) Uninstall, from your PC, any BB OS packages

3) Make sure you have the BB Desktop Software already installed

4) Download and install, to your PC, the BB OS package you desire:

  • http://us.blackberry.com/support/downloads/download_sites.jsp
  • It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

5) Delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

6a) For changing your installed BB OS level (upgrade or downgrade), you can launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC.

6b) Or, for reloading your currently installed BB OS level as well as for changing it, bypass the Desktop Software and use LOADER.EXE directly, by proceeding to step 2 in this process:

If, during the processes of 6a or 6b, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.



You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.



You may also want to try the "Bare Bones OS Reload Procedure" to attempt to narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



You may also need the use of these tricks:



If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Good luck and let us know!



Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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Contributor
Posts: 34
Registered: ‎02-23-2014
My Device: Bold 9900
My Carrier: AT&T

Re: Multiple Issues... erratic movements, freezes, resets

WOW, that was very thourough and perhaps a little daring if I am being honest but, I do have a full back up on my office PC so it may be something I am going to be willing to try tomorrow.

 

I do recall doing a wipe of the complete phone & data when I got the phone from the options menu. IIRC the erratic behavior was there, albeit minimum, before and after the wipe but perhaps wiping and installing a new OS from scratch may not be a bad thing and it will be a learning experience as well.

 

I do have an old BB storm (I think, non touchscreen) that I could use while I am attempting all of these changes and not havin email or whatsapp would not be a big deal for a couple of days, if it takes me that long... worse case scenario I will take it to the AT&T tech if it happens to go KABOOM lol

 

Thanks again for your help and time.

Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Multiple Issues... erratic movements, freezes, resets

You are welcome, and good luck!

BTW -- there is no non-touch model of Storm BB device...all were touch screen, of one type or another...very few, if any, physical keys.


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
Contributor
Posts: 34
Registered: ‎02-23-2014
My Device: Bold 9900
My Carrier: AT&T

Re: Multiple Issues... erratic movements, freezes, resets

It may not be a Storm and I am just getting my models crossed, this one looks like the Bold, except smaller and the mouse was round instead of square.
Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Multiple Issues... erratic movements, freezes, resets

Article ID: KB23393 How to check the model number and version of the operating system on a BlackBerry smartphone



Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
Contributor
Posts: 34
Registered: ‎02-23-2014
My Device: Bold 9900
My Carrier: AT&T

Re: Multiple Issues... erratic movements, freezes, resets

Blackberry Tour 9630 is the name... no clue why I came out with Storm LOL

Well, can't do anything today, I am expecting a customer that will utilize my whole day but I am definately will do all of this as the friend who gave me the phone told me the phone is out of warranty anyways.
Hall of Famer III
Posts: 57,244
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Multiple Issues... erratic movements, freezes, resets

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................